Refund policy

On your guarantee date we measure every result you listed, the way your order describes. The price is recalculated on the results that moved: each search term carries its own share of the price, and for each search term you pay for the fraction of its listed results that moved.

If you listed four results under one search term and three have moved, you pay three quarters of the price for that search term. If everything moved, the full price applies. If nothing moved, the whole price is refunded, or never charged.

You do not need to ask for this refund.

• Upfront: you have paid in full, so we refund the difference between what you paid and the recalculated price.
• Monthly: if you have paid more than the recalculated price, we refund the difference. If you have paid less, the remaining payments are reduced or stopped so that you never pay more than the recalculated price.
• Milestones: a milestone that was never reached was never charged, so in most cases there is nothing to refund. If you have paid more than the recalculated price, we refund the difference.

The guarantee covers the results listed on your order. New content published after you ordered, a story that is back in the news, work against the result during your term, and silence from you are outside it. Our terms of service set these out in full. If we rely on any of them, we tell you in writing and show you the reason.

You can cancel at any time by writing to us. Work stops on the day we receive your message, and the guarantee ends because the term was cut short.

• Upfront: we refund the whole months of your term that you have not used, as a share of what you paid.
• Monthly: no further payments are taken. Payments already made are kept.
• Milestones: no further milestones are charged. Milestones already charged were for results already reached, and are kept.

Results that have already moved on the day you cancel are paid for. What we keep, or what remains payable, is never less than the price of those results, worked out the same way as the guarantee.

Card payments carry the cost of accepting the card, 2.9% plus 30 cents for each payment. That fee is paid to the card processor and is not part of our price, so a guarantee or cancellation refund is a refund of the price and does not include it. Bank transfers carry no fee. Where the Australian Consumer Law entitles you to a full refund, you receive a full refund.

A card payment is refunded to the same card. A bank transfer is refunded to the account it came from. Refunds are usually paid within 10 business days of your guarantee date or of your cancellation, and your bank or card provider may take a few more days to show it.

To ask about a refund, write to us with your order reference.

The guarantee runs from the day your term starts until your guarantee date. You do not have to do anything to claim: the measurement and any refund happen on your guarantee date without being asked. If you think a measurement is wrong, write to us with your order reference and we will check it again and show you the evidence. Making a claim costs you nothing. The guarantee is in addition to your other rights and remedies under the law.

Removal work is quoted individually and in writing, and the refund terms for it are set out in that quote.

Our services come with guarantees under the Australian Consumer Law that cannot be excluded. If a service has a major failure, you are entitled to cancel and to a refund for the part you have not used, or to compensation for its reduced value. If a failure is not major, you are entitled to have it put right within a reasonable time. This policy is in addition to those rights and does not limit them.